IT Helpdesk & Network Operations Technician

Acara Solutions, Inc.; Town of Florida (NY); On-site; USD 52,000 - 76,000; Full time

Job summary

Acara Solutions is seeking an experienced Desktop Support Specialist to maintain day-to-day network and end-user support in a U.S. environment.

The role focuses on incident resolution, imaging, asset management, and AV/VC assistance to keep clients and staff connected and productive. Applicants should have 3+ years in desktop support, familiarity with ServiceNow, Windows 11, and Office applications, and the ability to communicate clearly with non-technical users.

Qualifications

• 3+ years of experience in desktop support, IT help desk, or end-user technical support.
• Experience with ServiceNow or similar IT service management platforms.
• Experience supporting Windows 11 and Microsoft Office applications.
• Familiarity with PC imaging, data backups, and end-user data transfers.
• Experience with IT asset management, inventory tracking, and equipment audits.
• Experience coordinating hardware refreshes, equipment deployments, and in-person user support.

Responsibilities

• Tier 1 Help Desk Incident and Service Request monitoring using the ServiceNow ticketing platform.
• First call contact, for both remote and in-person troubleshooting across the entire base.
• Scheduling coordination for in-person troubleshooting and resolution.
• Troubleshooting operating system and business application anomalies.
• PC imaging and associated configuration updates during quarterly image releases.
• Equipment inventorying, asset tracking, auditing, and disposition.
• Unboxing, moving, lifting, carrying, and delivery of computer equipment and peripherals.
• IT equipment moves between buildings, floors, and cubicles.
• Adjunct video conference hardware and software assistance in business conference rooms.
• Network connectivity surveys and verification at end-user seating locations.

Skills

Desktop support

Help desk

End-user support

ServiceNow

Windows 11

Microsoft Office

Customer service

Communication

IT asset management

VTC support

Network troubleshooting

Education

HS Diploma

Tools

ServiceNow

Job description

Acara Solutions is seeking an experienced Desktop Support Specialist to maintain day-to-day network and end-user support in a U.S. environment.

The role focuses on incident resolution, imaging, asset management, and AV/VC assistance to keep clients and staff connected and productive. Applicants should have 3+ years in desktop support, familiarity with ServiceNow, Windows 11, and Office applications, and the ability to communicate clearly with non-technical users.